Job Details
Qualifications
- Communication skills
- CompTIA Security+
- Intelligence community
- Software troubleshooting
Benefits
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Tuition reimbursement
Job Description
Position: Secure Call Center Operator
Location: Aurora, CO
Clearance: TS/SCI
Looking to get your foot-in-the-door in the fast-growing and rewarding career field of IT support services? If you hold a TS/SCI clearance, then you’re in luck! DeNOVO is hiring for our service center team and seeking self-starters eager to learn and gain on-the-job experience. In this entry level opportunity, you will support server, storage, and network systems within Enterprise Data Centers across the globe. Not only will you make a difference supporting a worldwide 24x7x365 mission, but you can do so while pursuing professional IT certifications for future career advancement!
In this position your responsibilities include, but not limited to the following:
Provides basic support and troubleshooting, such as, break/fix instructions, ticket routing and escalation to Tier 2 support in a Sensitive Compartmented Information Facility.
Dispatching out the appropriate level of support within next day of call.
Evaluates inquiry by determining nature of issue as hardware, software, or user.
Tracks status of inquiry resolution by checking with referred resource.
Log all inquiries and provide timely ticket documentation.
Assign unresolved Incidents to appropriate support teams in a timely manner.
Identify and escalate situations requiring urgent attention and document the voice contact/warm transfer of the incident.
Provides information by collecting, analyzing, and summarizing inquiry and service trends.
Updates job knowledge by participating in educational opportunities.
Answer and respond to customers’ requests via phone, email, chat and text.
Provide accurate and timely ticket documentation.
Meet and exceed required metrics and Service Level Agreements (SLAs).
Required Skills and Qualifications
Willingness to attend a specialized training and certification course.
Ability to certify in Security + or other applicable certifications.
Desired Skills
Excellent oral and written communication skills
Able to speak and write clear and concise English
Team player with a strong commitment to customer satisfaction
Highly motivated
Have a strong interest in technology
Enjoy solving complex problems
Hard working self-starter
Knows how to be a team player
Flexibility in working hours and comfortable working in a shift environment.
About Us: DeNOVO Solutions. We make improving the competitive position of our customer paramount in importance and work collaboratively to ensure the best service possible. DeNOVO Solutions provides cleared personnel and cost competitive solutions to our customers. We strive to be the leader amongst small businesses in the Intelligence Community and provide personnel with talent & skills equal to the larger companies.
Join Our Team! DeNOVO Solutions, LLC, a Minority Owned-Service Disabled Veteran Owned Small Business (MO/SDVOSB) dedicated to providing the best technical and professional services throughout the Intelligence Community (IC). We offer the following as part of our benefits package to all of our full-time employees:
Competitive Wages: This position is $50,000.00 - $60,000.00
Medical, Dental, and Vision Premiums 100% Employer Paid for you and your dependents
DeNOVO Paid Health Reimbursement Account (HRA) and the Lifestyle Spending Account (LSA)
Short-Term & Long-Term Disability
401k with 6% Match
Sign-On Bonuses for Critical Positions
11 Paid Federal Holidays
120 hours of Paid Time Off (PTO)
Company Outings and Trips
Tuition Reimbursement, Skillset Training, and New/Renewed Certification assistance
DeNOVO Solutions is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.